Webmail failing to send email from Reckon Accounts Business.

Legacy KB ID: 5616

Question

I use webmail to send an email out of my Reckon Accounts Business. Why am I suddenly getting error today and it is failing to send email?

I get an error like ‘Invalid email details’ ‘username and password do not match’ or ‘Email Service connection’ The email service you selected to use currently cannot be reached. Please ensure you are connected to the internet before trying again. If this problem persists contact your email provider for help’

 

Answer

Who does this applies to:

The issue applies to Reckon Accounts Business 2016 onwards who are using Webmail service to send emails out of Reckon.

Solution:

While this issue is rare but is known to occur on few occasions. The issue is generally due to routing issue on internet service provider’s end. Where it is tested that email which was configured correctly and was working well will suddenly stop working and fails to deliver. You will get the error as described above.

It is tested that some email address is blocked at the ISP level. In our test when using different ISP, like mobile internet from the different provider the email was being sent successfully from the same email address which had issue earlier.

It was also tested when we used another email address on the same troublesome network, it was sending email OK.

This validates the argument that your ISP had blocked the email for some reason.

Workaround:

1) If you do not have another internet network to use, try using the different email address to send email from.

a. Go to edit-> Preferences -> Send Forms.

b. Enter the new Email address and corresponding details

c. Send email using this email.

2) Use Different Internet provider such as your Mobile internet to see if that works.

3) Contact your ISP and wait for the issue to be resolved.

Need more help?

Ask the Reckon Community at:https://community.reckon.com/reckon


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